• Provide techno functional expertise for Service Cloud, Field Service: Configure and troubleshoot cases, entitlements, service contracts, knowledge articles, omni-channel routing, and FSL (scheduling, dispatching, mobile apps for field techs).
• Own the Salesforce Case Management lifecycle, including case intake, categorization, prioritization, routing, escalation, SLA tracking, and closure.
• Integrate Salesforce with Oracle ERP and legacy systems.
• Salesforce Service Cloud & Case Management:
  • Administer and support Salesforce Service Cloud, including case lifecycle management, queues, escalation rules, entitlements, and SLAs.
  • Configure and maintain workflows, flows, validation rules, assignment rules, and automation to optimize service processes.
  • Support omni-channel service operations (email-to-case, phone, chat, and digital channels).
  • Monitor system performance and troubleshoot issues related to case routing, notifications, and user access.
  • Data Upload for Cases into Salesforce based on business needs.
• Field Service Management (FSM):
  • Configure and maintain Salesforce Field Service, including work orders, service appointments, scheduling policies, territories, and dispatch consoles.
  • Support dispatchers and field operations teams to ensure efficient scheduling and resource utilization.
  • Manage technician skills, availability, and service territories.
  • Analyze and improve field service processes to reduce response times and increase first-time fix rates.
• Mobile Applications for Field Technicians:
  • Support Salesforce Field Service Mobile and custom mobile applications used by field technicians.
  • Ensure reliable offline/online functionality, data synchronization, and mobile performance.
  • Manage mobile configurations, permissions, and device compatibility.
  • Partner with training teams to support technician onboarding and adoption of mobile tools.
• Salesforce Knowledge Base:
  • Administer Salesforce Knowledge, including article types, data categories, and visibility settings.
  • Support content lifecycle management (creation, review, publishing, and retirement).
  • Enable knowledge usage within Service Cloud and Field Service mobile applications.
  • Monitor knowledge effectiveness and adoption through reporting and analytics.
• Salesforce Administration & Configuration:
  • Administer and configure Salesforce objects, fields, page layouts, record types, and validation rules.
  • Manage users, roles, profiles, permission sets, and security settings.
  • Configure and maintain workflows, Flow automation, approval processes, and assignment rules.
  • Support standard Salesforce features including reports, dashboards, and list views.
• Oracle ERP Integration (Case, Asset, and Service Contracts):
  • Support and maintain integration between Salesforce and Oracle ERP systems.
  • Ensure accurate synchronization of: Cases and service requests, Installed assets and equipment history and Service contracts, warranties, and entitlements.
  • Partner with integration teams to troubleshoot data issues, errors, and latency.
  • Validate data integrity across systems and support reconciliation activities.
• Reporting, Analytics & Data Management
  • Develop and maintain Salesforce reports and dashboards for service operations, field performance, asset utilization, and contract compliance.
  • Monitor data quality and implement controls to ensure accuracy and completeness.
  • Support audit and compliance requirements related to service and asset data.
• Governance, Security & Best Practices
  • Manage user roles, profiles, permission sets, and security models.
  • Ensure solutions follow Salesforce and enterprise architecture best practices.
  • Support release management, change control, and environment management.
  • Handle integrated L1/L2 support: Triage and resolve service tickets (case closure issues, escalation delays, FSL routing errors) during business hours; provide on-call for P1 incidents impacting customer satisfaction or device support.
  • Support end-to-end service flows: Analyze requirements, conduct fit-gap assessments, and implement configurations/enhancements for support orchestration, including integrations with Dayforce (HR/employee data), Oracle Service (contracts/install base via MuleSoft/SOA), and third-party tools (GLINT for feedback).
  • Conduct root cause analysis (RCA) for issues, implement corrective/ preventive actions (CAPA), and optimize processes to improve service metrics in medtech contexts.
  • Enforce compliance and security: Align service processes with ISO 27001, HIPAA/GDPR (for PHI in tickets), and FDA guidelines; manage user access (RBAC), audits, and data encryption.
  • Drive automations and AIOPS: Identify opportunities for AI enhancements (Einstein Case Classification for auto-routing, predictive service analytics) to support year-over-year cost reductions and innovation initiatives.
  • Collaborate with POD teams (e.g., Sales/Revenue Cloud, Oracle Service) on cross-functional issues; contribute to QBRs with insights on medtech trends.
  • Maintain documentation for configurations, flows, and change management; participate in Change Advisory Board (CAB) reviews and user training.
  • Support minor development: Assist with Flow Builder, Triggers, Apex/ Visualforce, and testing for updates/ migrations.

Success Metrics

• Achieve 98% case resolution SLAs and 95% FSL dispatch accuracy, measured monthly via Service Cloud reports, minimizing medtech support disruptions.
• Reduce MTTR for service incidents by 15% YoY through RCAs and automations, tracked in ITSM tools.
• Complete 100% of quarterly compliance audits (ISO 27001/HIPAA) with zero findings in service areas.
• Implement 10-15% process automations (Einstein classifications) annually, contributing to Y2/Y3 cost reductions and reviewed in innovation fund reports.
• Attain CSAT scores >4.5/5 on handled tickets and QBR feedback, with demonstrated business value (e.g., 10% faster resolution times via optimizations).